Pipex/Tiscali users

pxl8

pxl8

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Name
Andy Jones
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Hi, if you're a pipex/tiscali user could you please try the following for me and report back.

Open a Command Prompt window and type

tracert 69.41.55.236

and press return. You'll get a bunch of stuff displayed showing the route from your machine to a computer in the US. Mine looks like this:

Code: 
  1     *        *        *     Request timed out.
  2    22 ms    24 ms    20 ms  glo-2-dsl.as9105.net [212.74.111.191]
  3    23 ms    22 ms    24 ms  ge1-2-27.glo0.as9105.net [212.74.106.106]
  4    25 ms    25 ms    27 ms  pos0-0.bri1.as9105.net [212.74.108.162]
  5    30 ms    30 ms    30 ms  ge0-0-0.he-lon0.as9105.net [212.74.109.14]
  6    28 ms    29 ms    28 ms  ge4-0-0.he-lon1.as9105.net [212.74.106.54]
  7    28 ms    32 ms    33 ms  ge-6-1-0.lon22.ip.tiscali.net [213.200.78.233]
  8  so-7-0-0.lon11.ip.tiscali.net [89.149.186.30]  reports:
  Destination net unreachable.

To copy and paste from a dos prompt you need to click on the little icon top left and select Edit > Mark from the menu. Then click and drag over the text you want to copy. Once it's highlighted press ENTER to copy it to the clipboard.

I can't reach the site (it's Canon's support site for europe) but Pipex support say they can and that it must be my machine although they can't explain how my machine can have any effect on the result of the tracert nor will they provide me with their own tracert logs so I can compare.

Many thanks for the help and effort folks (y)
 
I'll try it when I get home but for now an indication of any routing issues can be checked by using ping plotter.

If you run it and see that a particular hop is changing IP's then there is a routing issue upline.

I had exactly this issue with Pipex a year or so ago with our companies own web site. Luckily we were in a colo in the same building as Pipex so I could tell them exactly which switch was fubar! :D
 
Yep, I'm seeing exactly that one of Tiscali's servers is swtiching with each ping.. For now I'd just be happy to get a log from a Tiscali customer that can reach the site and compare the routes...
 
OK, I've just logged into my router at home (I remembered there's a ping option in there) and I got the following result for that IP:

Code: 
PING 69.41.55.236 (69.41.55.236): 56 data bytes

--- 69.41.55.236 ping statistics ---
4 packets transmitted, 0 packets received, 100% packet loss

So, I can't get to it either. I'll do a full tracert for you when I get home as promised.

HTH
 
Cheers... I've gone ahead and requested my mac key anyway, I've given up with Pipex(Tiscali) as the support have been so hopeless - half the time I call their system is down and even when it is working they can't say anything other than they don't have an update. Today they did tell me "Mark" had sent me an email saying he could reach the site but I hadn't received it and not received the copy they re-sent either. I've just spent the past couple of hours looking at my options and I think I've settled on PlusNet - here's hoping that's not going to be a big mistake :(
 
I was tempted to do the same before my renewal but to be honest just didn't have time to sort it out (I pay annually, or at least my company does). Like I said before I was lucky when I had the same problem because I actually know the topology of their datacentre in relation to ours so they couldn't just fob me off.

They've certainly gone down hill since the sale as far as speed and contention in my area goes.

http://www.thinkbroadband.com/ is always good for checking which ISP is top of the charts!
 
I'm a tiscal user too, I pinged it and received 100% loss. I also did a trace route so you can compare:

Tracing route to 69.41.55.236 over a maximum of 30 hops

1 17 ms 5 ms 1 ms 192.168.0.1
2 77 ms 53 ms 65 ms lo98.sc-acc-bras-9.as9105.net [212.74.102.9]
3 39 ms 50 ms 255 ms 10.72.4.145
4 42 ms 40 ms 27 ms 10.72.4.190
5 55 ms 62 ms 35 ms ge-5-0-0.lon12.ip.tiscali.net [213.200.78.117]
6 ge-7-1-0.lon11.ip.tiscali.net [89.149.186.182]
reports: Destination net unreachable.

Trace complete.
Click to expand...

We have had a pretty slow connection with Tiscali, it was great for the first week or 2, but now it has slowed down to snail's pace.
 
Here's mine:

Tracing route to 69.41.55.236 over a maximum of 30 hops

Code: 
 1     4 ms     3 ms     3 ms  www.routerlogin.com [10.10.0.1]
  2     9 ms    10 ms    11 ms  lo99.bhm-1-dsl.as9105.net [212.74.111.234]
  3    12 ms    12 ms    12 ms  ge2-2-26.ho-bham1.as9105.net [212.74.106.174]
  4     9 ms    11 ms    11 ms  ge2-0.ho-bham0.as9105.net [212.74.111.134]
  5    14 ms    12 ms    11 ms  pos0-0.glo1.as9105.net [212.74.108.202]
  6    15 ms    15 ms    13 ms  pos2-0.glo0.as9105.net [212.74.108.166]
  7    15 ms    14 ms    14 ms  pos0-0.bri1.as9105.net [212.74.108.162]
  8    18 ms    19 ms    18 ms  ge0-0-0.he-lon0.as9105.net [212.74.109.14]
  9    26 ms    18 ms    17 ms  ge4-0-0.he-lon1.as9105.net [212.74.106.54]
 10    30 ms    18 ms    82 ms  xe-1-3-0.lon20.ip.tiscali.net [213.200.79.181]
 11    21 ms    21 ms    23 ms  so-0-0-0.lon12.ip.tiscali.net [213.200.80.29]
 12    18 ms    17 ms    18 ms  POS3-0.BR1.LND18.ALTER.NET [146.188.112.5]
 13    19 ms    18 ms    17 ms  so-3-2-0.TL1.LND2.ALTER.NET [146.188.3.249]
 14    33 ms    30 ms    31 ms  so-0-0-0.TL1.BRU2.ALTER.NET [146.188.14.250]
 15     *        *        *     Request timed out.
 16     *        *        *     Request timed out.
 17     *        *        *     Request timed out.
 18     *        *        *     Request timed out.
 19     *        *        *     Request timed out.
 20     *        *        *     Request timed out.
 21  ^C

Doesn't seem to get anywhere once it gets to Belgium!
 
Obviously these tracerts COULD also fail because of a firewall... but the fact that the site is down also indicates otherwise.
 
Not sure what it all means but here you go...I suspect my wait times are wors than yours.

tracert 69.41.55.236

Tracing route to 69.41.55.236 over a maximum of 30 hops

1 2 ms <1 ms <1 ms mygateway1.ar7 [192.168.200.1]
2 39 ms 38 ms 39 ms l1.ar01.hx4.dsl.pipex.net [62.241.161.241]
3 39 ms 78 ms * ge-0-0-0-0.cr01.hx4.dsl.pipex.net [62.241.161.11
4]
4 38 ms 38 ms 38 ms pc3-102.cr05.hx2.bb.pipex.net [62.72.139.21]
5 39 ms 38 ms 38 ms LINX-fe0-0-barkley.LON.router.COLT.net [195.66.2
26.49]
6 50 ms 50 ms 50 ms g0-1-sar1.BRU.router.colt.net [212.35.111.74]
7 54 ms 54 ms 53 ms 213.246.224.190
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.

Trace complete.
Click to expand...
 
pxl8 said:
Thanks folks (y)

so the next question is can anyone not on pipex/tiscali reach the site via tracert?

The web address is http://self-service.canon-europe.com so browser testing would be useful too...
Click to expand...

Errmm, forgive me for being thick, but what are tracert, hops, pings etc? If it's any use I clicked on the link above and got straight to the site. I'm a Mac user using plus.net for well over a year and have so far had no probs (touch wood!) :)
 
It works fine over here on UKFSN (enta.net).
 
Sue, briefly

tracert is a program that traces the route between your computer and another computer somewhere on the internet.

hops are the different machines along the route between the two machines.

pings are like a test signal you can send to see if the other machine is there and alive. If the pings don't come back then you can tracert to see at what point it's all going wrong.

Pipex/Tiscali users haven't been able to access this site since the 17th Jan and Pipex support aren't interested in doing anything about it - they claim they can reach it but are unwilling to provide any evidence so it's time for me to find a new ISP.
 
Erm... could some kind soul who can reach the site post a tracert output for me... purrdy please... (y)
 
Hmm odd, I reported earlier that I could open the site and I still can but when doing a ping and/or trace route it times out after 213.246.224.190.

Code: 
[SIZE="2"]tracert 69.41.55.236

Tracing route to 69.41.55.236 over a maximum of 30 hops

  1    <1 ms     1 ms    <1 ms  192.168.254.254
  2    67 ms    50 ms    48 ms  birch.dsl.enta.net [84.45.242.67]
  3    80 ms    75 ms    58 ms  vlan4001.global-switch.dsl.enta.net [84.45.242.6
5]
  4   117 ms    48 ms    48 ms  gi3-8.telehouse-east.dsl.enta.net [84.45.242.50]

  5    49 ms    84 ms    49 ms  te5-2.telehouse-east.core.enta.net [62.249.192.1
21]
  6    50 ms    52 ms    49 ms  LINX-ge7-0-oscar.LON.router.COLT.NET [195.66.224
.49]
  7   120 ms    61 ms    64 ms  g0-1-sar1.BRU.router.colt.net [212.35.111.74]
  8    66 ms   134 ms    63 ms  213.246.224.190
  9     *        *        *     Request timed out.
 10     *        *        *     Request timed out.
 11  ^C
C:\Documents and Settings\Stephen>[/SIZE]
 
What if you tracert to self-service.canon-europe.com?

In theory it should be the same result but that's not been the case with Pipex :shrug:
 
Don't ask Pipex tech support for help their not interested, excuses this morning... are due to high volume of calls their busy...try again later then they hang up. Roll on next week when I'll be rid of them.
 
Tracing route to 69.41.55.236 over a maximum of 30 hops

1 87 ms 199 ms 199 ms dsldevice.lan [192.168.1.254]
2 15 ms 17 ms 16 ms l1.ar20.f2s.gs1.dsl.pipex.net [62.241.167.246]
3 19 ms 15 ms 16 ms ge-0-1-0.2.cr01.gs1.pipex.net [62.241.167.61]
4 17 ms 16 ms 16 ms pc24-102.cr05.tn5.bb.pipex.net [62.72.139.109]
5 16 ms 16 ms 15 ms LINX-ge7-0-oscar.LON.router.COLT.NET [195.66.224
.49]
6 29 ms 29 ms 29 ms g0-1-sar1.BRU.router.colt.net [212.35.111.74]
7 30 ms 31 ms 31 ms 213.246.224.190
8 * * * Request timed out.
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 *
 
A bit of an update...

I just spent 45mins on the phone with Pipex support. It seems any email sent to support@dsl.pipex.com hits the auto-responder and then disappears. They have no record of my emails with the tracert logs on their system. In the end I had to email the front line support guy directly so he could try and forward the email to the 2nd line guy. Of course 2nd line guy was on lunch so we still don't know if the email is getting through. He's promised to email me by 3pm to confirm 2nd line guy has the logs and, after nearly 2 weeks, will finally look into the routing problem.

Breath is not being held...
 
I get the same results doing a tracert to 'self-service.canon-europe.com' as I do to '69.41.55.236'
 
Im a pipex user (although i doubt i will be for much longer) and i can get to the web site no problem, traceroute does this though ?

Have edited my IP address, not sure its wise to put a direct link to your ip address, just in case firewall isnt 100% ?

traceroute to 69.41.55.236 (69.41.55.236), 64 hops max, 40 byte packets
1 www.routerlogin.com (192.168.0.1) 2.518 ms 2.398 ms 1.541 ms
2 l1.xxxx.xxx.dsl.pipex.net (62.241.xxx.xxx) 34.366 ms 36.116 ms 36.179 ms
3 ge-0-0-0-0.xxxx.xxx.dsl.pipex.net (62.241.xxx.114) 275.304 ms 275.055 ms 191.033 ms
4 pc3-102.cr05.hx2.bb.pipex.net (62.72.139.21) 41.104 ms 65.528 ms 108.381 ms
5 LINX-fe0-0-barkley.LON.router.COLT.NET (195.66.226.49) 137.322 ms 138.320 ms 142.529 ms
6 g0-1-sar1.BRU.router.colt.net (212.35.111.74) 156.149 ms 154.751 ms 161.557 ms
7 213.246.224.190 (213.246.224.190) 174.011 ms 185.345 ms 185.663 ms
8 * * *
9 * * *
10 * * *
11 * * *
12 * * *
13 * * *
14 * * *
15 * * *
16 * * *
17 * * *
18 *^C
Click to expand...
 
pxl8 said:
Mark can you reach the site in a browser?

http://self-service.canon.europe.com
Click to expand...


I can get to a site, but it does not look right to me ???

Untitled-1.jpg
 
my fault - wrong site...

you want self-service.canon-europe.com

not self.service.canon.europe.com

CANON hypen not dot EUROPE

:D
 
No, the problem actually started when I was going from www.canon-europe.com clicking on support at the top and then Technical Support on the left in the next page.

https or http is just a browser mode and nothing to do with actually being able to reach the site which is where the problem is.
 
Yeah, at the moment you're still on the Pipex routing/dns/etc. Once you get switched to Tiscali things will go horribly wrong.

Looking at the tracert's Whiteflyer should be able to get to the site as well, same routing and similar to what I had before I was switched.

Just for good measure my speed has dropped from 7mb to 1.5mb and the upload speed is down to 200k from 480k - I think everyone who's been switched has had the speed drop dramatically.

Just to make matters really bad if your exchange has a Tiscali LLU they'll put you on that as well which will make switching in the future a pain and they'll try and charge you for switching the LLU.

The whole switch over has gone badly wrong :(
 
I was on pipex and as soon as I heard of the buy over I got out and made the switch to an enta reseller.
 
pxl8,

If you're having DNS issues as well then try any of the following recursive servers:

4.2.2.1
4.2.2.2
4.2.2.3
4.2.2.4
4.2.2.5
4.2.2.6

I've used all of the above before and they offer almost instant DNS response (2-3ms). Rememebr that you can have more than 2 DNS servers by clicking the advanced tab in TCP/IP config (it's always worth having more than 2).
 
DNS is working fine, here's the PingPlotter log for 100 samples:

Code: 
Target Name: self-service.canon-europe.com
         IP: 69.41.55.236
  Date/Time: 30/01/2008 10:55:20 to 30/01/2008 10:57:17

Hop Sent Err   PL% Min Max Avg  Host Name / [IP]
 2    99   0   0.0  19  25  21  glo-2-dsl.as9105.net [212.74.111.191]
 3    99   0   0.0  20  26  21  ge1-2-27.glo0.as9105.net [212.74.106.106]
 4    99   0   0.0  21  27  22  pos0-0.bri1.as9105.net [212.74.108.162]
 5    99   0   0.0  24  30  26  ge0-0-0.he-lon0.as9105.net [212.74.109.14]
 6    99   0   0.0  24  30  26  ge4-0-0.he-lon1.as9105.net [212.74.106.54]
 7    99   0   0.0  25  91  30  ge-6-1-0.lon22.ip.tiscali.net [213.200.78.233]
 8    98  48  49.0  25 107  28  so-0-0-0.lon12.ip.tiscali.net [213.200.80.29]
 9    99  48  48.5  28  35  30  POS3-0.BR1.LND18.ALTER.NET [146.188.112.5]
10    98  52  53.1  27  62  31  so-3-2-0.TL1.LND2.ALTER.NET [146.188.3.249]
11    98  57  58.2  36  46  39  so-0-0-0.TL1.BRU2.ALTER.NET [146.188.14.250]
12    98  55  56.1  37  58  40  so-5-0-0.XR1.BRU2.ALTER.NET [146.188.9.142]
13    98  52  53.1  37 171  45  195.atm0-0-0.gw6.BRU3.ALTER.net [194.7.61.178]
14    98  49  50.0  39  46  42  gw-Tech-team.customer.uunet.be [212.190.98.154]
15    99  99 100.0   0   0   0   [-]
16    99  99 100.0   0   0   0   [-]
17    99  99 100.0   0   0   0   [-]
18    99  99 100.0   0   0   0   [-]
19    99  99 100.0   0   0   0   [-]

Destination not reached in 35 hops
 
pxl8 said:
Yeah, at the moment you're still on the Pipex routing/dns/etc. Once you get switched to Tiscali things will go horribly wrong.

Looking at the tracert's Whiteflyer should be able to get to the site as well, same routing and similar to what I had before I was switched.

Just for good measure my speed has dropped from 7mb to 1.5mb and the upload speed is down to 200k from 480k - I think everyone who's been switched has had the speed drop dramatically.

Just to make matters really bad if your exchange has a Tiscali LLU they'll put you on that as well which will make switching in the future a pain and they'll try and charge you for switching the LLU.

The whole switch over has gone badly wrong :(
Click to expand...

Think ill exit stage left soon as poss then :)
 
I got my mac code today so I phoned to get switched over when I'm told my line can only handle 2mb. I used to get 6.5mb with Pipex and the adsl checkers were saying the same yesterday. Today I get my mac code and I've dropped to 2mb??? Current speed tests are showing only 700k which is just pants :(
 
Any chance I can get access to the TP server - I want to hook up a yoghurt pot and some string :bang:
 
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